Respectful Care

Updated 2 May 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection was carried out by an inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type:

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

We gave the service 48 hours’ notice of the inspection visit because we needed to be sure that the registered manager would be available.

Inspection site visit activity started on 19 February and ended on 26 February 2019. We visited the office location to see the registered manager and to review care records and policies and procedures.

What we did:

We reviewed information we had received about the service since the last inspection. This included checking incidents the provider must notify us about, such as serious injuries and abuse. We sought feedback from the local authority, Healthwatch and professionals who work with the service. The provider completed a Provider Information Return (PIR). This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We used this information to plan our inspection.

During the inspection, we spoke with 11 people who used the service. We spoke with four members of the care staff, a care coordinator, registered manager and the owner. We also sent questionnaires to 50 people who used the service and 50 relatives. We received 27 responses which were used to help us form our judgements.

We reviewed a range of records. This included five people's care records and two staff files. We also viewed training and supervision records and records relating to the safety and management of the service.

After the inspection, we asked the registered manager to provide us with a variety of policies and procedures and additional information. All information was sent within the required timeframe. We used all this information to help form our judgements detailed within this report.

Updated 2 May 2019

About the service: Respectful Care is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It currently provides a service to older adults. At the time of the inspection, 81 people were receiving support with personal care.

People’s experience of using this service:

• People received high quality, person-centred care and support that put their interests, preferences and wishes above all else. Staff often went above and beyond what was required of them, providing people with high quality compassionate and empathetic care. Innovative methods were used to empower people to make decisions about their care. Staff did not see barriers to high quality care, just challenges to overcome and this resulted in exceptional outcomes for people. Independence was widely encouraged, advocates used where needed, and people told us they were always treated with dignity and respect.

• The risks to people’s health and safety were assessed and used to reduce the risks. People told us they felt safe when staff supported them. Staff understood how to report any concerns that could lead to people experiencing avoidable harm. Staff arrived on time for calls. People had raised concerns with the registered manager about the consistency of the carers who supported them. Action was taken to address this. People’s medicines were managed safely. Staff understood how to reduce the risk of the spread of infection. The registered manager had the processes in place to learn from mistakes and to reduce risk.

• Staff received a comprehensive induction and training programme. Their competency to carry out their role was regularly assessed. People were provided with care which protected them from discrimination. People received the support they needed with their meals and they had access to other health and social care agencies where needed. People were supported to make decisions about their care, the provider ensured these were made in accordance with appropriate legislation.

• The care people received was person-centred and always considered their personal choices and preferences. People had access to information in a format they could understand. Complaints were handled appropriately and line with the provider’s complaints policy. People did not currently receive end of life care; however, staff training was about to commence to ensue staff had the skills to meet people’s needs.

• The service was well-led by a dedicated, enthusiastic registered manager. People, relatives and staff respected the registered manager. Staff enjoyed working at the service and felt respected and valued. The service played an active role in their local community. People could give their views about how the service could develop and improve. People and relatives told us they would recommend this service to others.

Rating at last inspection:

At the last inspection the service was rated as Good (12 and 16 May 2016).

Why we inspected:

This was a planned inspection.

Follow up:

We will continue to review information we receive about the service until the next scheduled inspection. If we receive any information of concern we may inspect sooner than scheduled.